BC - IMPROVING COMMUNICATION LISTENING

IMPROVING COMMUNICATION LISTENING

✒Does he think technology makes good communication easier?

Yes, he mentioned that technology makes communication better and easier, but at the same time could it be worst and it is possible that the message will be not easy to follow, the receiver can misunderstand words.

✒What four key points does Alastair make about communication?

·         One of the aspects that we consider is: people do not have unlimited attention, we should not hesitant, it is better if our message is shorter and simply.

·         Remember: ‘communication is about meaning’, a lot of words can tense you, he shared a situation where he went to a presentation and Alastair cannot even read the slides because there were a bunch of information.

·         Listening is a relevant aspect, we must listen other people, at the same way of telling things is vital, this made reference to: ‘Communication is the two way process.’

·         Communication has to be effective, if we want to share ideas, facts, instructions… following this point is more probably that these actions will be done.

✒Alastair gives an example of a company which has used technology to change the way it communicates with customers. Give reasons why it communicates well.

·         The costumer can find and they feel them in the way him/her is and they can follow what it is happening in the road.

·         Amazon listens to you and made you suggestions for your previous researches in the platform.

       This organization uses the technology in a perfect way, Amazon takes the opportunity in its favor.

✒Alastair is describing a bad customer experience. What mistakes did the company make, and how could they have improved the customer experience?

When you use a computerized voice, sometimes it cannot provide you the answers that you need, so, it is a bit inefficiency and impossible to deal with it.

They should introduce real people to the customer service, when a person feels that he/she belongs, it is easier to manage the problems. In other case, it could be possible made a page to chat with an intelligent computer.